Inbound Email creating two cases: one with HR Service and one without

kartikchoum
Tera Contributor

5 hours ago

Hi Community,

 

I am seeing a funny issue, when an email is received, my inbound email action is triggered and rightfully creates the ticket/s with relevant HR Service.

 

However, as checked at the same it also creates another ticket a replica without the HR Service value.

 

I am not sure why this is happening. I can confirm that only my relevant inbound action gets executed.

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vaishali231
Tera Guru

2 hours ago

hey @kartikchoum 

I’ve seen this happen before — usually it’s not just a single inbound action processing the email.

Even if your custom inbound action is working as expected, ServiceNow can still evaluate other inbound actions afterward. That’s typically how you end up with duplicate records — one created by your logic (with HR Service) and another created by a more generic/OOTB action (without HR Service).

A few things I’d suggest checking:

  • Stop Processing
    Make sure Stop processing is enabled on your inbound action. If not, the platform will continue evaluating other inbound actions after yours runs.
  • Other active inbound actions
    Check for any OOTB or generic inbound actions (especially with Type = New). Some of these have broad conditions and can match the same email.
  • Email logs
    Review the received email record and check the Actions Taken related list. This will help confirm if multiple actions are being triggered.

In most cases, enabling Stop processing or tightening the conditions on other inbound actions resolves the duplication issue.

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If this response helps, please mark it as Accept as Solution and Helpful.

Doing so helps others in the community and encourages me to keep contributing.

Regards

Vaishali Singh

 

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